Shipping Policy

SHIPPING POLICY

At MERVENS, we're committed to providing a smooth, reliable, and transparent delivery experience. We cover all shipping costs and taxes—because premium service means no surprises.

1. ORDER PROCESSING & DISPATCH

Processing Time

All orders are processed and dispatched within 24–48 hours of payment confirmation.

Processing includes:
- Order verification
- Quality control
- Secure packaging
- Address verification

During peak seasons (Autumn/Winter collections) or promotional periods, processing may extend to 72 hours.

Please note: Processing time is separate from shipping transit time.

Order Changes

Once your order is confirmed, NO changes can be made (address, items, quantity). Please verify all details before checkout—we cannot modify orders after processing begins.

2. SHIPPING & TRACKING

Free Shipping Guarantee

All orders ship FREE worldwide. No hidden fees. No surprises.

MERVENS covers all shipping costs and duties—our commitment to you.

Tracking Updates

Once your parcel is handed over to our carrier, you'll receive an email with your tracking number and a link to follow your delivery in real time.

Track your shipment anytime:
- Check the link in your shipping confirmation email
- Monitor status on the carrier's tracking page
- Receive automatic delivery updates

Note: Tracking may take 2–4 hours to activate once the carrier registers your parcel.

International Shipping

MERVENS covers ALL taxes, duties, customs fees, and GST on international orders. No additional charges will be requested.

3. ESTIMATED DELIVERY TIMES

Delivery windows below begin AFTER your parcel leaves our facility:

Australia & New Zealand: 7–11 business days
United States & Canada: 9–13 business days
United Kingdom: 9–13 business days
Europe: 9–13 business days
Rest of World: 10–18 business days

Important Notes:
- Delivery dates are estimates and NOT guaranteed
- Delays may occur due to customs, carrier capacity, weather, or holidays
- MERVENS is not responsible for delays beyond our control
- Tracking will show accurate, real-time updates

4. DELIVERY CONFIRMATION

Once your parcel is marked "Delivered" by the carrier, it is considered successfully handed over to your address.

If you don't receive your parcel after marking "Delivered":
1. Check with neighbors, building reception, or security
2. Contact the carrier with your tracking number
3. File a claim with the carrier if necessary

MERVENS will provide support documentation, but claims are managed directly by the carrier.

5. SPLIT SHIPMENTS

Orders containing multiple items may ship separately from different warehouses to get items to you faster.

- No additional shipping charges
- You'll receive separate tracking numbers
- Items may arrive on different dates

This is standard practice and not a delay.

6. LOST, STOLEN & DAMAGED PACKAGES

Lost Packages

Contact the carrier immediately with your tracking number if your parcel doesn't arrive within the estimated timeframe.

Once the carrier confirms loss (typically after 30 business days), we can arrange a replacement or refund.

MERVENS will assist with information and documentation, but claims are processed directly with the carrier.

Stolen Packages (Marked "Delivered")

If your package is marked delivered but you cannot locate it:
1. Check with neighbors, reception, or security
2. Contact the carrier to file a theft claim
3. Some carriers require a police report

MERVENS cannot refund or replace packages marked delivered unless the carrier approves the claim.

Damaged Packages

If your item arrives damaged:
1. Contact us within 48 hours with photos of:
- Outer packaging and damage
- The damaged item
- Your tracking number

MERVENS will support your claim with the carrier. Refunds or replacements are issued only after carrier approval.

Note: Damage to outer packaging does NOT constitute damage to the item if the product is intact.

7. INCORRECT ADDRESS

It is YOUR responsibility to provide accurate shipping details before checkout.

MERVENS is NOT responsible for:
- Delivery failures due to incorrect addresses
- Packages returned to sender due to wrong address
- Stolen or lost packages due to customer error
- Any delays caused by inaccurate information

If a package is returned to us due to wrong address:
- Reshipment fees (AUD $20–40) will apply
- Or a refund may be issued minus original shipping
- MERVENS will not cover reshipment costs

8. SHIPPING RESTRICTIONS

We do not ship to:
- PO Boxes
- Countries under international trade sanctions
- Restricted delivery locations

Orders placed to restricted addresses will be cancelled and refunded.

9. LIABILITY & DISCLAIMERS

Delivery Guarantee

MERVENS cannot guarantee delivery by specific dates, including holidays or Christmas. Delivery during peak seasons is subject to carrier capacity and factors beyond our control.

Insurance

MERVENS arranges tracked shipping with carrier insurance. Insurance claims are managed directly by the carrier, not by MERVENS.

MERVENS does not guarantee claim approval outcomes.

General Liability

MERVENS is NOT responsible for:
- Delays beyond our control (customs, carrier, weather, holidays)
- Lost, stolen, or damaged packages after delivery confirmation
- Incorrect or incomplete addresses provided by customer
- Packages marked "Delivered" by the carrier
- Claims not filed with the carrier within required timeframes
- Customs delays (though we cover duties)

10. CONTACT INFORMATION

For shipping or delivery inquiries:

contact@mervens.com

Customer Service Hours (AEST):
Monday – Friday: 09:00 AM – 5:00 PM
Saturday – Sunday: 10:00 AM - 3:00 PM

We aim to respond within 24–48 hours during business days.

By placing an order with MERVENS, you acknowledge and agree to all terms in this Shipping Policy.